Comments for Customer input Ltd http://customerinput.com Pioneers in Customer Experience Tue, 31 Oct 2023 05:32:24 +0000 hourly 1 https://wordpress.org/?v=6.4.3 Comment on Hong Kong Express Airways: A Customer Experience Plane Crash by jim http://customerinput.com/journal/hong-kong-express-airways-a-customer-experience-plane-crash/#comment-15261 Sun, 24 Jan 2016 21:10:28 +0000 http://www.customerinput.com/?p=206#comment-15261 I recently took a flight on Hong Kong Express from KMG to HKG and I found two incidents that were so incredible I have to write and let other flyers know. So be aware when you choose Hong Kong Express on your next trip.

Checked baggage charge – I had to pay CNY 292.00 in cash for my 17kg checked in baggage. I found the charge was so outrageous when I paid CNY 349.00+tax for the ticket. The charge for one piece of regular checked-in baggage was as much as the ticket price – wow! You can see other reviews also complained about the excessive baggage charge. I purchased my tickets on Ctrip and it did not warn about the big charge. I later learn on HKE site about the charges.

Food and Drinks – I forgot the exact words from the announcement but essentially what it said was you are NOT ALLOWED (NOT JOKING) to eat/drink your food or drinks that you have brought on the plane with you. I guess they want to sell you their food and drinks. I don’t know if any other airlines do this… and I have flown on many airlines.

]]>
Comment on Hong Kong Express Airways: A Customer Experience Plane Crash by Ashley http://customerinput.com/journal/hong-kong-express-airways-a-customer-experience-plane-crash/#comment-15243 Fri, 22 Jan 2016 08:15:24 +0000 http://www.customerinput.com/?p=206#comment-15243 Absolutely horrific! I have never felt so strongly about any specific airline because they’re all about the same, some better than others. But this airline has compelled me to write a review. I cannot stand the customer service and all the excess rules. I checked in and arrived at the gate on time for my flight but didn’t make the flight because the bus that was supposed to take us to the aircraft had left before the scheduled time. They refused to refund us the money even though we were on time for the flight and we were forced to buy new tickets. Also, I didn’t include a middle name which I never do for any other airline when booking my flight. I ended up having to pay a fee that cost more than my flight! Unbelievable! Not to mention the lady at the check in counter was one of the rudest I’ve ever seen. She was very quick to point out it was my fault. I have never had such a problematic experience for a single flight. I absolutely will never fly them again.

]]>
Comment on Hong Kong Express Airways: A Customer Experience Plane Crash by BL http://customerinput.com/journal/hong-kong-express-airways-a-customer-experience-plane-crash/#comment-14980 Fri, 04 Dec 2015 15:08:23 +0000 http://www.customerinput.com/?p=206#comment-14980 HKexpress is horrible.

Their ground crew is crude, because they all think that their customers are cheap skates.

Really, their fares are not cheap, once you add back on the luggage fees. Moreover, their tickets are 100% non refundable or changeable, and they have all sorts of excuses to extort big sums of money (compared to the ticket price) once you are at the airport and (they think) at their mercy.

I personally flew with just a backpack since I am visiting family, but I saw two sets of people lured in by their no luggage low fares and ended up carrying over the 7Kg limit (which they enforce). These people ended up paying exorbitant rates on the extra checked bags.

I think this is a very sneaky business and certainly puts a bad name on what is generally good services from Hong Kong.

I flew it once, I will not consider it again.

]]>
Comment on Hong Kong Express Airways: A Customer Experience Plane Crash by bill http://customerinput.com/journal/hong-kong-express-airways-a-customer-experience-plane-crash/#comment-14979 Fri, 04 Dec 2015 13:04:50 +0000 http://www.customerinput.com/?p=206#comment-14979 The so called low fare advertised is without any checked bags. Anyone going on any reasonably length trips will need more than 7Kg carry-on. Once you factored in the extra luggage cost, their fares are at best only level with other. But then your tickets are 100% non-refundable, 100% non-changeable.

Ground crews that I dealt with were impolite to say the least, after all, I must be some cheap skates to be flying with them, correct?

I saw a few people got lured by their cheap fare and exceeded the 7KG carry on limit. They were required to check their bag at almost double the fees were they to purchase the luggage option at ticket purchase. I found this to be especially sneaky way to do business. I prefer the US carriers’ way to charge for checked bag. I think HKexpress is setting a trap to bait the consumers.

I only flew them once, I will not fly them again.

]]>
Comment on Hong Kong Express Airways: A Customer Experience Plane Crash by Junhong Min http://customerinput.com/journal/hong-kong-express-airways-a-customer-experience-plane-crash/#comment-14041 Fri, 03 Jul 2015 10:17:20 +0000 http://www.customerinput.com/?p=206#comment-14041 This airline is horrible one ever.

They just cancelled my flight without my approval.

customer service is unbelievably rude.

I got no compensation for the cancellation, and had

to book other airline with higher cost than I could at

the moment I book HKexpress one.

]]>
Comment on Hong Kong Express Airways: A Customer Experience Plane Crash by Arunabh http://customerinput.com/journal/hong-kong-express-airways-a-customer-experience-plane-crash/#comment-13886 Thu, 21 May 2015 09:41:15 +0000 http://www.customerinput.com/?p=206#comment-13886 I just hope I had seen this before suffering with hongkong airlines myself last week. The airlines 3+ hours delay (Hong to Bangkok) caused me to lose next flight which I had booked separately. Because the staff there was non existent, I had to book a new round trip to the destination and ended up paying hell lot more that I had planned to save by using this flight service.

]]>
Comment on Hong Kong Express Airways: A Customer Experience Plane Crash by Sara http://customerinput.com/journal/hong-kong-express-airways-a-customer-experience-plane-crash/#comment-13536 Thu, 19 Mar 2015 20:40:01 +0000 http://www.customerinput.com/?p=206#comment-13536 In reply to Eugene.

I agree with you, Eugene. This is typical mainland Chinese business standard. I’m not surprised.

]]>
Comment on Hong Kong Express Airways: A Customer Experience Plane Crash by lisa http://customerinput.com/journal/hong-kong-express-airways-a-customer-experience-plane-crash/#comment-13377 Mon, 02 Mar 2015 09:26:47 +0000 http://www.customerinput.com/?p=206#comment-13377 if its a connecting flt.
never fly with hkg express.
no more hkg express for me.

]]>
Comment on Hong Kong Express Airways: A Customer Experience Plane Crash by lisa http://customerinput.com/journal/hong-kong-express-airways-a-customer-experience-plane-crash/#comment-13375 Mon, 02 Mar 2015 09:24:24 +0000 http://www.customerinput.com/?p=206#comment-13375 In reply to Ivy Grelewicz.

just had bad bad experience with the agent. my flt got delayed for 2 hrs so i called to cancel my reservation called from Canada. i uderstand it has to be 48 hrs advance to cancel to reschedule or whatever. the agent named Aileen (in strong thagalog accent) kept telling me “no u can’t get any money refund, thats our policy”. she asked me twice what my email address is which apparently my email addy is right there in her monitor!!she doesnt answer any of my questions but went on and on saying since it’s a budget airline. so what? finally i hung up and called again talked to different agent, she answered all the question i had. emailed me the form to claim the airport tax and he remaining balance after deducting the airfare. she didnt ask me about my email addy at all. now i am gonna report that Aileen thagalog speaking woman when i arrive in hkg. she has a serious issue dealing with customers.

]]>
Comment on Hong Kong Express Airways: A Customer Experience Plane Crash by Ivy Grelewicz http://customerinput.com/journal/hong-kong-express-airways-a-customer-experience-plane-crash/#comment-10263 Mon, 16 Jun 2014 18:10:41 +0000 http://www.customerinput.com/?p=206#comment-10263 HKExpress is Horrible. They did not let my 2 adult sons and I to take our flight from Taichung because we arrived 50 minutes prior to our flight, and not 60 minutes. I thought it was 45. They would not print our boarding pass and let us proceed to the gate even though we had more than enough time at our empty airport. They insisted we buy 3 new roundtrip tickets. Wouldn’t even allow us to use our 3 return tickets. We bought 3 new round trip tickets from another airline. Out 600 dollars. Never again. This was outrageous.

]]>